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<br />, <br /> <br />~ . <br /> <br />-P <br /> <br />p~RKeon <br />..9-: <br />~.........~ <br /> <br />Services NOT Covered Under This Agreement ~ This agreement does not cover the following requests. However, Parkeon can provide a separate statement of work <br />in proposing services to address any of the following: <br /> <br />I. Evaluation or Procurement of new software or hardware-Evaluation or approval of new software or hardware for use by the Customer in conjunction with <br />Parkeon products or services. This includes systems developed outside of the Customer, such as third-party systems, or systems developed by the Customer. <br /> <br />This agreement does not include "consumable items" such as paper, batteries, mobile coin vaults and bill note stackers and external enclosure items. <br />replace parts is not covered under this agreement. The Customer will perform the actual problem diagnosis and part replacement at the tenninals. <br />Parkeon dedicated support - Requests for dedicated on-site or on-call support will be quoted on a case by case basis. <br /> <br />3. Level 1 Service - Local Help Desk, Technical and lnfrastructure support shall be provided by the Customer for their customers, Examples of this support <br />includes: Parkfolio support, credit card transaction research and resolution, tenninal operational and technical support. The Customer will perfonn all Level I <br />duties for the life of this agreement. <br /> <br />Labor to <br />On-call <br /> <br />2. <br /> <br />4. Assistance with Parkfolio or tenninal usage when unsupported or non-standard hardware or software is involved-Use of unsupported or non-standard hardware <br />or software often results in unexpected behaviour of otherwise reliable systems. <br /> <br />5. Adaptive maintenance-Defined as activities relating to upgrades or conversions of the Parkfolio application, the Parkfolio tenninals or it associated operating <br />software due to new versions of the operating environment, in which the Parkeon product is functioning. <br /> <br />6. Modifications to original application, changes in the Customer's organization or business needs (such as a reorganization or change in business practice) may <br />make the current specification obsolete. When this occurs, the Customer should initiate a request for enhancement to update the system to address the changes. <br /> <br />7, Parkeon terminals communicate through public cellular communication networks, The cellular providers may experience capacity, interference, equipment and <br />other problems which are unforeseeable and outside Parkeon's ability to correct. The cellular providers may make unannounced changes to their services which <br />impact communications, Parkeon is in no way liable for the impacts caused by the actions of the cellular providers and provides no guarantee regarding the time <br />for the Cellular provider to resolve the problem, Parkeon takes very seriously its responsibility to work with the cellular provider to achieve a timely resolution <br />and treats communications problems that impact multi-space tenninals perfonnance as a priority issue. <br /> <br />8. The Customer is responsible for perfonning the actual problem diagnosis and part replacement at the tenninals. Parkeon at its discretion may charge the Customer <br />the actual cost to process any parts that are returned and are found not to be faulty and perfonning per specifications. Customer is responsible for testing all units <br />before sending them in for repair. This includes general maintenance and cleaning of parts. Failure to perform preventative maintenance on parts may result in <br />charges for processing of these parts. <br /> <br />2011 7 11 Services Agreement Final.doc <br /> <br />Para hs: <br />